We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 128312 results
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Decision Reference DRN-4872656
25 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4872656 The complaint Miss L is unhappy that Barclays Bank UK PLC were unable to verify her identification details when she tried to open an account online. After two attempts to open the online account Miss L contacted Barclays as she didn’t think the accounts had opened. Miss L wante... (4 pages)View decision -
Decision Reference DRN-4856240
25 Jun 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4856240 The complaint Mrs R is complaining about Clydesdale Bank Plc trading as Virgin Money because she says it lent irresponsibly by providing credit she couldn’t afford. What happened In January 2022, following her application, Virgin Money provided Mrs R with a credit card with a c... (5 pages)View decision -
Decision Reference DRN-4869322
25 Jun 2024 Covea Insurance plc UpheldInsuranceDRN-4869322 The complaint Mr M and Ms S have complained about the amount Covea Insurance plc offered to settle a claim they made under their buildings insurance policy following a water leak. Reference to Ms S includes Mr M. What happened The circumstances of this complaint aren’t in dispu... (3 pages)View decision -
Decision Reference DRN-4803241
25 Jun 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4803241 The complaint Mr B and Miss W complain about how The Co-operative Bank Plc responded after a potentially fraudulent payment was received into their account. What happened Mr B and Miss W’s account received an £80 credit on 27 January 2024. On 3 February 2024, the sending bank r... (2 pages)View decision -
Decision Reference DRN-4837509
25 Jun 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4837509 The complaint Mr G complains about how The Royal Bank of Scotland Plc responded following problems he encountered when trying to make a payment. What happened Mr G was abroad and tried to make payments for some accommodation, but he was unable to make payment because of issues ... (2 pages)View decision -
Decision Reference DRN-4872486
25 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4872486 The complaint Mr C complains that Carey Pensions UK LLP (‘Carey’ - now called Options UK Personal Pensions LLP, but I’ll mostly refer to Carey throughout for ease) failed to carry out sufficient due diligence on the investment he made within his Self-Invested Personal Pension (... (37 pages)View decision -
Decision Reference DRN-4692836
25 Jun 2024 Sense Network Limited UpheldPensions and AnnuitiesDRN-4692836 The complaint Mr B complains about the outcome of the review carried out by Sense Network Limited “Sense”) in connection with the FCA’s consumer redress scheme for the British Steel Pension Scheme (“BSPS”) – to make my findings easier to follow, I’ll refer to this as the “redre... (9 pages)View decision -
Decision Reference DRN-4871990
25 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4871990 The complaint Mr A and Mrs H are unhappy with several aspects of the service they received from Bank of Scotland plc, trading as Halifax. While the eligible complainants here are Mr A and Mrs H, as the Halifax account in question is in their joint names, it’s my understanding t... (5 pages)View decision -
Decision Reference DRN-4738553
25 Jun 2024 Santander UK Plc UpheldConsumer CreditDRN-4738553 The complaint Miss S, who is represented by a professional representative (“PR”) complains that Santander UK PLC rejected her claim under s.75 Consumer Credit Act 1974 (“CCA”). What happened On 25 January 2016 Miss S, along with another, purchased a timeshare relinquishment pro... (4 pages)View decision -
Decision Reference DRN-4869546
25 Jun 2024 Dynamo Cover Limited UpheldInsuranceDRN-4869546 The complaint Mr P has complained that Dynamo Cover Limited arranged for the automatic renewal of a breakdown cover policy without his knowledge. He is unhappy that the renewal policy was not the same as the previous policy and that Dynamo didn’t answer his concerns about this.... (5 pages)View decision